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Quality Analyst
Pharmarack is seeking a quality analyst to join our amazing customer care team and help us provide the best support to all our partners and clients
career responsibility


Participates in design of call monitoring formats and quality standards, Performs call monitoring and provides trend data to the management team, Uses quality monitoring data management system to compile and track performance at team and individual level, Monitors email customer contacts, Participates in customer and client listening programs to identify customer needs and expectations, Provides actionable data to various internal support groups as needed, Coordinates and facilitates call calibration sessions for Customer support staff, Provides feedback to team leaders and managers, Prepares and analyses internal and external quality reports for management review, Suggests and conduct training and development.
career Qualifications


4-7 years of experience, At least 3 year of call monitoring experience, preferably from a Sales / Voice based environment, Intermediate level of knowledge / expertise with (Word and Excel).
career Capabilities


Should have done call monitoring for Tech Support projects, Excellent oral, written and interpersonal communication skills, Exceptional listening and analytical skills.
career Capabilities

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